Chatwoot vs Gorgias
A side-by-side comparison for e-commerce sellers — platforms, pricing, free trials and ROI.
AI-powered, open-source customer support platform you can self-host or run in the cloud.
| Category | Customer Service | Customer Service |
|---|---|---|
| Platforms | Shopify WooCommerce DTC | Shopify WooCommerce DTC |
| Pricing | Free plan available | Free trial; paid from $10/mo, scales by ticket volume |
| Free trial | Yes | Yes |
| Affiliate program | — | PartnerStack |
| ROI | Deflects repetitive questions with the Captain AI agent and speeds up agent replies, reducing support volume while keeping data on your own infrastructure if self-hosted. | Automates and deflects 30%+ of repetitive tickets, cutting first-response time by hours. |
Which should you choose?
Teams that want an affordable, open-source omnichannel support desk with built-in AI and the option to self-host for data control.
Shopify and DTC brands that want a helpdesk with deep order context and ecommerce-tuned automation.
Chatwoot
Pros
- Open-source with a free Hacker plan and self-hosting option
- True omnichannel support across many messaging channels
- Privacy-focused alternative to Intercom and Zendesk
Cons
- Captain AI credits and voice are limited or excluded on lower tiers
- Self-hosting requires your own infrastructure and maintenance
- Pricing is per-agent, which can add up for larger teams
Gorgias
Pros
- Best-in-class native order context for Shopify/DTC support
- Agents act on orders (refunds, cancels) without leaving the inbox
- Strong automation and AI deflection tuned for ecommerce
Cons
- Pricing scales by ticket volume and can climb fast as you grow
- AI Agent resolutions are billed on top of base ticket plans
- Less suited to non-ecommerce or B2B support use cases
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